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- Tasks: Join our IT team to support Microsoft Intune and Defender while enhancing processes through automation.
- Company: We're a dynamic tech company based in Manchester, focused on IT security and efficiency.
- Benefits: Enjoy flexible work options, mentorship opportunities, and paid on-call shifts.
- Why this job: This role offers hands-on experience in a fast-paced environment with a focus on continuous improvement.
- Qualifications: Experience in 2nd Line Support, knowledge of Microsoft tools, and strong problem-solving skills are essential.
- Other info: Initially onsite 4 days a week, with potential for remote work as you gain confidence.
2nd Line Technical Support Technician My Client is looking for a skilled 2nd Line Technical Support Technician to join their IT team in Manchester. This role involves supporting Microsoft Intune and Microsoft Defender, ensuring IT security and efficiency, and enhancing existing processes through automation. You will be an escalation point for the 1st Line Support Team, providing mentorship and troubleshooting support while continuously improving IT operations. Key Responsibilities: Manage and support Microsoft Intune and Microsoft Defender for security and efficiency. Proactively enhance and improve existing processes with a Continuous Service Improvement (CSI) mindset. Automate manual tasks using Power Automate to streamline 1st and 2nd line support functions. Provide 2nd line IT support, including hardware, software, and network troubleshooting. Serve as an escalation point for the 1st Line Support Team, mentoring and sharing knowledge. Document and maintain accurate records of support activities and resolutions. Support desktop, telephony, and application infrastructure to minimise failures. Log, triage, and prioritise incidents and service requests. Maintain IT hardware, software, and application updates via SCCM and Microsoft Endpoint Manager. What We're Looking For: Experience in 2nd Line Technical Support within a fast-paced environment. Strong knowledge of Microsoft Intune, Defender, Conditional Access, and Autopilot. Familiarity with application packaging and deployment (SCCM, Intune). Experience with PowerShell scripting and MDM solutions. Excellent customer service and problem-solving skills. Ability to manage multiple tasks and work effectively under pressure. ITIL Foundation v3/4 certification (desirable). Additional Details: The role requires onsite presence 4 days per week initially, reducing as confidence grows. On-call work is available, paid, and scheduled on a rotating basis (7-day shifts covering early mornings, evenings, and weekends). Interested? Please Click Apply Now! 2nd Line Technical Support Technician
2nd Line Support employer: Adria Solutions Ltd.
Contact Detail:
Adria Solutions Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support
✨Tip Number 1
Make sure to brush up on your knowledge of Microsoft Intune and Microsoft Defender. Familiarity with these tools is crucial, as they are central to the role. Consider setting up a demo environment to practice troubleshooting and management.
✨Tip Number 2
Highlight your experience with automation tools like Power Automate. Be ready to discuss specific examples where you've streamlined processes or improved efficiency in previous roles, as this aligns perfectly with the Continuous Service Improvement mindset they are looking for.
✨Tip Number 3
Prepare to demonstrate your problem-solving skills during the interview. Think of scenarios where you successfully resolved complex IT issues, especially in a fast-paced environment, and be ready to share those stories.
✨Tip Number 4
Since mentoring is a key part of the role, think about how you can showcase your ability to support and guide others. Prepare examples of how you've helped junior team members or contributed to team knowledge sharing in the past.
We think you need these skills to ace 2nd Line Support
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasize your experience in 2nd Line Technical Support, particularly with Microsoft Intune and Microsoft Defender. Use specific examples from your past roles to demonstrate your skills.
Showcase Problem-Solving Skills: In your application, provide examples of how you've effectively resolved technical issues in a fast-paced environment. Highlight your customer service approach and any successful troubleshooting experiences.
Mention Automation Skills: Since the role involves enhancing processes through automation, mention your experience with Power Automate and any relevant PowerShell scripting skills. This will show that you can contribute to Continuous Service Improvement.
Tailor Your Application: Customize your CV and cover letter to align with the job description. Use keywords from the listing, such as 'escalation point', 'mentorship', and 'ITIL Foundation', to make your application stand out.
How to prepare for a job interview at Adria Solutions Ltd.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Microsoft Intune, Defender, and SCCM. Highlight specific examples of how you've managed these tools in previous roles, as well as any automation processes you've implemented using Power Automate.
✨Demonstrate Problem-Solving Abilities
Expect scenario-based questions that assess your troubleshooting skills. Prepare to walk through your thought process when resolving technical issues, especially in a fast-paced environment.
✨Emphasize Customer Service Experience
Since this role involves providing support, be ready to share examples of how you've delivered excellent customer service. Discuss how you handle difficult situations and ensure user satisfaction.
✨Prepare for Mentorship Questions
As you'll be mentoring the 1st Line Support Team, think about your approach to sharing knowledge. Be ready to discuss how you would guide less experienced team members and foster a collaborative environment.
